User-Chatbot Conversations During the COVID-19 Pandemic: Study Based on Topic Modeling and Sentiment Analysis.

ABSTRACT:

Background

Chatbots have become a promising tool to support public health initiatives. Despite their potential, little research has examined how individuals interacted with chatbots during the COVID-19 pandemic. Understanding user-chatbot interactions is crucial for developing services that can respond to people's needs during a global health emergency.

Objective

This study examined the COVID-19 pandemic-related topics online users discussed with a commercially available social chatbot and compared the sentiment expressed by users from 5 culturally different countries.

Methods

We analyzed 19,782 conversation utterances related to COVID-19 covering 5 countries (the United States, the United Kingdom, Canada, Malaysia, and the Philippines) between 2020 and 2021, from Sim

SUBMITTER: Chin H 

PROVIDER: S-EPMC9885754 | biostudies-literature | 2023 Jan

REPOSITORIES: biostudies-literature